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ॐ श्रीजगदम्बिकायै नमः

Grievance Redressal Mechanism

Grievance Escalation Matrix
Text version of the escalation matrix

Grievance redressal mechanism & escalation matrix

What happens after a customer lodges a complaint, from first contact through to RBI escalation

  1. Customer faces issue / complaint
  2. Lodge complaint: Call / Email / Postal letter
  3. Level 1 - Customer Relationship Manager
    • Acknowledge & attempt resolution
    • Timeline: immediate, within 3 working days
    • Resolved: Compliant Closed
    • Not Resolved / No Response within 3days: go to Level 2
  4. Level 2 - Customer Service Helpdesk
    • Call: +91-9217307288
    • Email: info@kamakshimoney.com
    • Timeline: 3 working days
  5. Level 3
    • Grievance Redressal Officer
      • Name: Mr. Rajat Jain
      • Contact: +91 8796747125
      • Email: GRO@kamakshimoney.com
      • Timeline - 7 Working days
    • Nodal Officer
      • Name: Mr. Sunpreet Singh
      • Contact : 8796746917
      • Email : nodaloffice@kamakshimoney.com
      • Timeline - 7 working days
    • Resolved: Complaint Closed
    • Not Resolved: go to Final escalation
  6. Final escalation
    • Escalate to RBI (after 30 days from complaint date)
    • CMS Portal: cms.rbi.org.in
    • Sachet Portal: sachet.rbi.org.in
    • Email: crpc@rbi.org.in